ComplaintsforAero Energy

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home on May 20, 2022.Aero Enegy installed and filled a tank on the property prior to my ownership. The last fill occurred in April 2022. They have taken upon themselves to transfer me the previous customer's unpaid invoice. Attached is the forged invoice, showing a false date of 06/06. Which is not when the fill took place.This is not legal nor my obligation to pay.

  

  Business response

  08/29/2022

  The information received has been reviewed.  According to the correspondences associated with the account,  the account holder is in ongoing communication with the Aero Energy Sales Representative. At this time we have communicated the process as it pertains to the fuel and the Aero Energy propane tank.  The options have been communicated for the fuel to be adjusted & paid for; the fuel to be retrieved or both the fuel & tank as the property of Aero Energy to be retrieved. 

  At this time we are awaiting a response to the options communicated.

  Respectfully,

  Aero Energy

• Initial Complaint

  07/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ******** Homes did not disclose that building and/or closing on a home with them, was contingent upon undisclosed agreements with other vendors. This vendor happens to be Aero Energy. Aero Energy has a specific agreement with ******** Homes…appears to force buyers to sign with Aero or pay for the removal of utilities (propane tank, underground utilities, etc). This wasnt disclosed by ******** and normal Aero Energy customer service reps couldn’t assist me due to their hidden agreement with Aero’s Lauren H****** and Kevin R****. To prepare for settlement, my real estate agent sent me a list of things to do…including obtaining utilities. The binder that ******** Homes provided at settlement included a list of all the utility vendors to contact. Aero Energy is NOT on this list. I had many questions before signing. All present were my agent, myself, title company rep, and *** (******** Rep). I asked the general question of what’s the process to get everything started, since almost everything else was itemized within the settlement documents. I’ve never had propane before, so I asked how much it costs, etc. i was told to contact the vendors on the list, but as an incentive, the first fill of the tank was free. Meaning it already had gas in it and I’d be responsible for refilling it. I called ***, which are the propane contact on my list, but they never answered or replied. I googled companies and opened an account with ********. Filled out the application, credit check, and all. Upon the site survey to inspect the tank, the tech told me that I need to find out who owned the tank…he couldn’t see due to there being standing water in the neck cap. I contacted **** and ***** (********) multiple times to find out that answer. Never got a response or call-back. I finally ask my agent and she asked Doug…he answered her and I found out I should call Aero Energy. Misrepresentation. I called Aero Energy and I was told that I could not request anything because ******** tbc.

  

  Business response

  07/23/2022

  Thank you for allowing us the information and the opportunity to respond.  

  I've reviewed the account & the concerns expressed. If there were any gaps in communication I apologize however I am not able to address any concerns expressed towards ********.  Our records indicate since December 2021 Aero Energy has had numerous conversations, written communications and personal visits with the account holder concerning the Builder/Buyer process which in no way includes an attempt to force buyers into an undisclosed agreement as the complaint indicates. Out of the numerous communications to assist the account holder with understanding, what was required & the available options,  Aero agreed to and followed through with adjusting a requested February 2022 delivery to the price of $2.399 per gallon along with the removal of finance charges that had been assessed to the account at that time.  No additional adjustments will be made and payments due on the account are still required.  The opportunity to lease, purchase or have the Aero propane tank removed is still available to you.  Our Sales Dept., is available to assist you with either of those opportunities at any time. 

   Respectfully,

  Aero Energy.

  

  Business response

  08/15/2022

  Please be advised our resolution remains the same.  We have explained the process which has in place for over 15 years on more than one occasion. We have explained and provided a copy of the delivery invoice noted as being questionable and we have provided the delivery invoice identified as not being in question.  Both invoices remain unpaid and finance charges will continue to accrue as a result.  As previously indicated, as a result of your conversations with us, we reduced the price per gallon of the delivery in February.  All pricing is available for you to view on our website if you establish your MyAero account. Any questions concerning pricing for your account, the ability or inability to shop around were and still are able to answered when you choose to speak with a representative instead of viewing the information on MyAero.    

  The Aero Energy tank at your location can either be purchased from us which will afford you the opportunity to secure fuel from any company; the tank can remain on site as a leased tank and Aero Energy will provide the fuel or you are able to request its removal.

  Our Sales Dept., is available for you to speak with anytime between 8am-4pm., Mon-Fri., at ************. 

  Respectfully,

  Aero Energy. 

  Customer response

  08/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Stating or explaining the formalities of your invoice process does not address what’s taken place. Maybe that 15-year history that you’ve mentioned is how long things have been, “Business As Usual.” I’m aware of the diversions, but unless you can specifically speak on the cause of my situation, please keep the generic responses at bay. This isn’t about money, so keep the deflections to a minimum. If there is no intention of addressing the issue, I suggest you do what you must, and I’ll be okay with skipping the formalities. This was only a courtesy. 
  

• Initial Complaint

  03/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Aero didn't give us enough propane to even last a month, so we ran out and they didn't deliver, even though we paid. We called on Monday (2/28) after running out on Saturday (2/26), and they refuse to deliver until Monday (3/7). We are freezing and haven't been able to take real showers in almost a week. They are not helping us at all and refuse to give us a delivery in a timely manor, even though it is their fault that we ran out without a delivery.

  

  Business response

  03/08/2022

  We have reviewed the account and we understand expectations and view points will vary especially in uncomfortable situations. It is correct, the account has limited gallon delivery. Limited gallon delivery has been in place since 2015 as a result of payment challenges.  We received a call on 2/27 concerning the tank %. On 2/28 we received a call with a payment being processed bringing the account balance up to date. A delivery was put in process at that time and the account was made aware of the applicable delivery standard being 3-5 business days barring any unforeseen circumstances. Emergency delivery service is available however it was declined due to cost. Aero Energy in no way caused or contributed to the tank being out of product. 

  Respectfully,

  Aero Energy

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/04/2021 I called Aero Energry to make an appointment because my furnace was not kicking on. They sent someone out the same day due to it being considered an emergency. The techs came in and were out within 15 minutes. Nothing was repaired or replace. I stood there and watched the main tech look around because he was confused as to why it was not kicking on since everything looked good in his end. There was power to the furnace and nothing looked damaged. He poked around the fan in the motor to see if something was stopping the fan from spinning. Something broke free and the fan grinded it up. This could have been dirt or some debris. He stated that it "smelled like stinkbugs" I didn't smell anything since I had a wax warmer melting and was standing right there at the furnace. We heard something grinding up but nothing was ever removed from the fan or furnace. He left right after because him and the tech were running late to go hunting as he stated. The next day I reviewed an invoice as I expected because I knew I would owe the $89.90 service fee which I agreed to over the phone when setting up the appointment. To my surprise, the total came to $271.99, crazy! So I looked on the invoice and they put on a charge of $182.00 for "insect/rodent removal" but nothing was removed. I could see if they removed a rat or if it was definitely bugs and they removed them but nothing was ever removed. Whatever was blocking the fan was grinded up by it. I was standing right there when the debris was grinding in the fans and they shut the furnace and left for the heat to come through the vents. The invoice had the description "removed stink bugs from inducer, started unit up, checked gas" but there were no stink bugs that were removed. He assumed by whatever he said he smelt. Which I did not and the other tech did not comment an any smells at all either. The service manager refuses to do anything about this. My fianc spoke to him and he does not believe us.

  

  Business response

  11/18/2021

  We appreciate the information and the opportunity to respond. We did indeed receive a call on 11/4/21 requesting service due to no heat. No heat calls during this time of year and the temperature having a possibility of dropping below freezing on the day of the call, are considered priority calls and we will work them into the day even though we have appointments already scheduled. So, yes, our technicians will have a sense of urgency completing one call to ensure service is provided to those still waiting for our arrival. On 11-5-21 following the call we received concerning the charges assessed, our Service Mgr., began his investigation into the matter. The Senior Service Technician and the apprentice advised upon servicing the equipment, it was determined that the inducer motor was locked. Attempts to pry & spin the wheel free was hindered due to what was determined to be bugs and rodent(s). With continued effort they were able to free the wheel enough to begin spinning and they were both subjected to the smell & the crunching noises as a result of the bugs and rodent(s) meeting their demise. The quoted $89.99 trip/diagnostic fee referred to remains. It was explained that the fee was to come & diagnose the problem as to why there was no heat. The necessary repair would be separate. The labor fee was billed according to our flat rate as a result of the service provided. The Service Mgr., during his conversation with the resident, made concession and agreed to reduce the $182.00 fee mentioned to $125.00. The call was promptly ended by the resident with words however the Service Mgr., still reduced the fee resulting in the total charge being $214.00

  We feel the adjustment though not required is reasonable. The service provided resulted in a furnace not running upon our arrival operating properly upon our completion. 

  Thank you

  

  Business response

  12/20/2021

  Prior to and again upon receipt of the initial complaint Aero Energy conducted an investigation. Based upon our investigation, the initial service charges assessed were correctly applied for the services rendered, however, in consideration of the accounts perspective, we reduced the charge as previously indicated. The reduction remains in place. Respectfully, no additional reductions will be applied to the service provided. 

  Thank you

  Customer response

  12/28/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:I was charged for removal of something that was never physically removed nor proven to be insects. You are going based off what the tech THOUGHT he smelled. Nothing in fact was removed from the unit and there is no proof that is was insects. If I paid for removal of insects, I expect them to be removed and proof that they are in fact insects. *************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩